Professional Documents
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LEARNING OBJECTIVES The learning objectives for this module are: Given a participative lecture, participants will identify
methods for diffusing customer anger or hostility. Given a participative lecture and small group activity, participants will develop strategies for handling difficult customers.
LEARNING OBJECTIVES The learning objectives for this module are: Given a participative lecture, participants will identify which verbal and nonverbal messages exacerbate a difficult situation and which diffuse a difficult situation.
Listen
ASK QUESTIONS
SUMMARIZE
DIFFICULT CUSTOMER & SITUATIONS LIMITED-ENGLISH SPEAKERS/ PEOPLE WITH HEAVY ACCENTS
If you speak another dialect, try using it. Develop a list of employees who speak other dialects. Listen to other dialect tapes.
Work for a thank you. Sometimes oftenyou have to say no, but if you do it right, you can still get a thank you for your service.
have to.